Supv, Cust Acct Exec Retention Sales
Supv, Cust Acct Exec Retention Sales - Sterling Heights, MI
Retention Comcast Corporation (Nasdaq: CMCSA, CMCSK) (www.comcast.com), is one of the world's leading media, entertainment and communications companies principally involved in the operation of cable systems through Comcast Cable and in the development, production and distribution of entertainment, news, sports and other content for global audiences through NBCUniversal. Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential and business customers and is also the majority owner and manager of NBCUniversal, which owns and operates entertainment and news cable networks, the NBC and Telemundo broadcast networks, local television station groups, television production operations, a major motion picture company and many theme parks. Tasks: - Develops personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service. - Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps. - Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role. - Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques. - Conducts monthly team meetings to deliver key communications and build team spirit and provide employee recognition. - Develops and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services. - Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. - Approves CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits. - Conducts real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels. - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Requirements Requirements: - Bachelors Degree or Equivalent - Business - - Generally requires 4-7 years related experience Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.